Posts Tagged ‘Customer Service’

When You Think Your Customers “Just Don’t Get It” Here’s What You Need to Do

Monday, March 13th, 2023
“XYZ customer thinks our product should do ABC!” or “XYZ customer doesn’t understand…”
These conversations are often accompanied by chuckles, eye rolling and agreement among many, if not all, members of the group that the “customers just don’t get it.”
That may be true. But if they don’t, whose fault is it? Yours!

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You’ve got it. I want it. But you won’t let me buy it?

Tuesday, November 1st, 2022

Customer reviews, client reviews, best PR firm, public relations, content marketingA while ago my husband went to the movie theatre to buy some tickets that we were going to give to some people who had helped us out with a project. He wanted 8 tickets. The theatre said “No, sorry – we only (more…)

Top Strategies for Increasing Customer Engagement

Thursday, October 27th, 2022

Too often when marketers think about increasing customer engagement, they tend to err on the side of selecting promotional options. That, though, is often premature and can result in a lot of money spent unnecessarily. Worse, in some cases, their efforts can also work against them. (more…)

Are You Making Your Customers Work Too Hard? They May Just Give Up.

Thursday, August 25th, 2022

Sometimes I think the most simple thing that we can do as businesspeople and marketers is “put ourselves in the shoes” of our prospects and customers. Are we making it easy to buy? Or are we setting up unintentional barriers, however slight, that may interfere with—or obliterate—the purchasing process?

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The Early Bird Gets Better Sales Results

Thursday, July 7th, 2022

Sometimes it can be the smallest of things that leads to a lost opportunity from a marketing or sales perspective. Small things that can, I think, be easily corrected.

I had a personal example of this recently while working on a proposal for a branding project. I needed to gather some price information for some elements of the project. In two cases, I contacted two different individuals, asking for some estimates. In each of these cases, one of the people got back to me right away—the other, not at all. (more…)

Payment Milestones: A Positive Cash-Flow Approach for Long-Term B2B Projects

Friday, December 13th, 2019

by Justin Grensing, Esq., MBA

In many B2B relationships, the amounts of money changing hands can be significant. For small businesses engaged primarily in the B2B realm, a single B2B client could make up a huge percentage of the small business’s total revenue. Moreover, the products and services offered to B2B customers can be fairly complex and take time to deliver in full. All of this makes the invoicing process a valuable tool for small-business owners serving B2B customers. A well-designed invoicing system can help smooth cash flows and provide revenue even before the ultimate completion of a final deliverable. (more…)

Daimler Learns About Viral Customer Service Stories the Hard Way

Thursday, May 30th, 2019

There’s an old saying in customer service that a customer who has a good experience with your business might tell a single friend while a customer who has a bad experience will tell ten. Unfortunately, those numbers might be drastically out of date in the age of social media. In an era where any individual has the chance to communicate with millions of people around the world, even a single incidence of poor customer service can have significant impacts for businesses of any kind. (more…)

Amazon Zigs When Others Zag: Meeting Consumer Needs Before They Know They Have Them

Thursday, April 4th, 2019

by Justin Grensing, Esq., MBA

 

Amazon has proven time and again to be particularly adept at figuring out what its customers want and giving it to them. Whether it’s shopping suggestions based on previous orders, on-demand media content or same-day delivery, the retail giant answers the demands of the people whose purchases are lining its pockets.

The latest example of this as-you-wish mentality was recently announced and reported in an article for CNN by Taylor Nicole Rogers titled “Amazon’s new waste-reduction strategy: Delivery only once a week.” (more…)

They Might Come Back: Why It Pays to Treat Exiting Customers Well   

Thursday, July 20th, 2017

38309393 - group of different families together of all racesNo company retains every customer they do business with. There is a natural ebb and flow of customers over time, whether your company provides a product or a service. Understanding that ebb and flow is important. Calculating the lifetime value of your customers, anticipating potential losses and determining how much time and effort to spend on prospecting for new customers are all very important elements of running any business. (more…)